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I have a general question about

I have a return policy question

Items purchased online at the Toys"R"Us & Babies"R"Us website may be returned directly to our return center. Please see the Return Policy below for instructions. Most items may also be returned to your local Toys"R"Us or Babies"R"Us store. Please check your packing slip for the words: "Not returnable in stores." If you are returning your online purchase to a retail store, please note:

  • Refunds for items returned to a Toys"R"Us or Babies"R"Us store will be in the form of store credit only.
  • All returns made at a Toys"R"Us or Babies"R"Us store will be subject to the applicable store return policy.

Toys"R"Us & Babies"R"Us Online Return Policy

Return Policy

  • Toys"R"Us & Babies"R"Us online purchases may be returned within 30 days. Items should be returned in unopened or original condition, with a copy of the packing slip, to our Return Center.
  • A refund of the price of the item and any applicable taxes will be issued in the original form of payment used to purchase the item. Please note that this also applies to items received as gifts. If you return a gift, the purchaser will receive a refund in the original form of payment they used to make the purchase.
  • Shipping costs will not be refunded unless the item is being returned because it is damaged or defective. If you are returning an item because it is damaged or defective, please click here for additional details.


Please follow the instructions below when packing and sending your product for return. It's important to note that the instructions below must be followed in order to allow us the opportunity to process your return.

  1. Send the item in its original packaging.
  2. Pack the item carefully so that it will not be damaged during the shipping process.
  3. Include a copy of the packing slip. We will not be able to process a return for any shipment received without a packing slip.
  4. Use a secure shipping method to send the item so that it can be tracked. For example, if you are sending it through the United States Postal Service, please send it via certified mail. We are not responsible for items lost during shipping, and cannot process your return until the item is received.
  5. Unless a different return address is specified on your packing slip, all returns should be sent to the following address:
 Return Center
         2829 Rohr Road
         Groveport, OH 43125

Babies "R" Us In-Store Return Policy

The Babies "R" Us return policy makes exchanging gifts easy. Simply return the item within 90 days from the date of purchase (45 days for VHS/DVD returns) with the receipt or gift receipt, and we will gladly help you choose an alternative item or issue store credit. If you don't have your receipt, in most cases Babies "R" Us stores can verify purchases made within the last 90 days made via credit card or when made from a baby registry.

Simply follow these easy steps:

  1. Be sure to bring your dated purchase receipt.
    Receipts will help us process your return quickly and fairly. For your convenience, we also offer gift receipts.
  2. Please keep all packaging and accessories.
    Please bring all original packaging, accessories, and instruction manuals that came with the item you are returning back to the store.
  3. Please return items within the appropriate time period.
    We will be happy to exchange most items within 90 days from the date of purchase, or offer you a refund in the form of merchandise credit. Please note that VHS/DVD returns should be returned within 45 days from the date of purchase.

Some items may be returned without a receipt, but please keep the following in mind:

  1. In most cases we can verify purchases made within the last 90 days via credit card or if the purchase was made from a baby registry and will issue a credit to the credit card used to make the purchase or in the form of a store credit for gift purchases from a baby registry.
  2. We do reserve the right to refuse a refund without a receipt.
  3. For a non-receipted refund, you will need valid identification. Valid forms of identification accepted at Babies"R"Us include:
    • Driver's License
    • State ID
    • Military ID
    • Passport
    • Resident Alien ID
  4. We will give you store credit. We cannot exchange items without a receipt, but we will give you store credit that can be used toward future purchases.
  5. You will receive store credit for the lowest price of the item in the last 30 days. The amount of the store credit issued will be the lowest promotional price of the item within the last 30 days.
  6. A special notice for customers in Connecticut, Massachusetts and Rhode Island:
    Customers returning items purchased in these states without a receipt will not receive any credit for sales tax.

Return Guidelines for VHS/DVD Items
VHS and DVD items can be returned within 45 days of the purchase date. The original, dated receipt is required for a refund or exchange, and the item must be returned in its unopened, factory-sealed package. If the item has been opened, it can only be exchanged for an identical item. Refunds and exchanges will not be given without a dated receipt.

"R"Us Recalled Product Return Policy

Nothing is more important than the safety of your children. To that end, we will gladly accept returns on recalled items. If you choose to return your item to our Online Return Center, a refund will be processed to the original method of payment as long as the item is accompanied by your packing slip. If you choose to return the item to one of our retail stores, a refund will be processed to the original method of payment if your have your packing slip, or to a Toys"R"Us merchandise credit card if you do not have your packing slip.


Many of the products that are sold on the Toys"R"Us and Babies"R"Us website come with a manufacturer's warranty. For additional information on the manufacturer's warranty for a specific product, contact the manufacturer directly.


I have a question about gift cards

"R"Us Gift Cards

  • Can I Purchase a Gift Card Online?
    You bet! You can select from a great assortment of pre-designed cards or, you can design your own Personalized Gift Card!

    How Can I Purchase a Gift Card Online?
    It's Easy! Just follow these simple steps...

    • Go to our Gift Card purchase page, or click on this link! here.
    • You will be provided with two options for an online Gift Card purchase:
      • The "Standard Gift Card" allows you to select from an assortment of pre-designed gift cards. If you are interested in this option simply click on the "click here to choose a card" button at the bottom of the Standard Gift Card Section.
      • The "Design Your Own Gift Card" takes your gift card to new levels! This option allows you to add your own images, background and/or text to create your very own Gift Card! This option also comes with a Personalized Greeting Card that you can personalize as well. If you are interested in this option, simply click on the "click here to design a card" button at the bottom of the Design Your Own Gift Card section.
    • Once you have selected the type of Gift Card you'd like to purchase (Standard or Personalized Gift Card), you'll need to select the dollar value you would like loaded to your Gift Card.
    • Your next step is to select the Gift Card design you would like. Make your selection by clicking on your desired Gift Card design.
    • If you have selected to design your own Personalized Gift Card and Personalized Greeting Card, please follow the instructions to personalize your Gift Card or Greeting Card.
      • Personalized Gift Card: use the controls to the right of the Gift Card Preview to make changes to your personalization. To add a background, select that tab and add background color by clicking on one of the swatches. You can also add a background pattern on top of the color you select. To add an image, select that tab and click "Choose File" to locate the JPEG, GIF, PNG, TIF, or BMP image file on your computer that you want to use. Click "Upload New Image" to place it on your card. Use the direction pad to adjust your image on the card. To add text, select that tab and type your message in the box provided. You may also adjust the font, color, size and style.
      • Personalized Greeting Card: type your message in the boxes provided on the personalization screen. Include your own sentiments inside the card - on the left and right sides - as well as on the back page of the card. Use the tools to change the text font, color, size and style. If you want to add a photo or image to be printed inside your greeting card, click "Upload Photo" and follow the instructions to upload an image from your computer.
      • Upon personalizing your Gift Card and your Greeting Card, review your design and messaging click on "Terms of Service" to review the terms. You must check the box indicating that you have complied with the Terms of Service before you continue and complete your order.
    • Your next step is to indicate whether or not you will be shipping the Gift Card to yourself. If you want to ship the Gift Card to someone else, enter the Recipient's Name. You must also provide your return address.
      • Please note that you can add the shipping (or "ship-to") address later in the checkout process.
      • For Standard Gift Cards, you will also be prompted to include a personal message that will be included on the standard Letter Carrier that accompanies a standard Gift Card.
    • After you select "Add to Cart", you will be able to view a description of your order in your Shopping Cart, along with any other items you have added.
    • To edit an item in your Shopping Cart, click on the item's image or description to go to the Order Summary page where you may select to edit your Personalized Gift Card, edit your Personalized Greeting Card, change your Greeting Card design, preview your designs or edit your return address.
    • When you are ready to check out, select "Proceed to Secure Checkout" and sign in to your account.
    • Your final step is to select or add a shipping address for items in your cart. If you are sending items to more than one address, then select "Ship to more than one address" and enter a ship-to address for each "Recipient."
    • Once you have completed the checkout process, the Gift Card will be sent to the shipping address you selected, and a confirmation email will be sent to you.


    Can I Order Gift Cards Over the Phone?
    Yes, you can! Please note that only standard Gift Cards can be ordered over the phone. Personalized Greeting Cards and Personalized Gift Cards must be purchased online.


    Why Can't I Order a Personalized Greeting Card and Personalized Gift Card Over the Phone?
    Creating a personalized Greeting Card and Gift Card is exactly that, personal! To that end, we feel that customers would prefer the opportunity to take their time in the creative process to explore all of the great options that are available to them! Additionally, there are several steps that the customer service support team will not be able to assist you with, such as uploading your graphics.


    What if I Can't Figure Out How to Order a Personalized Greeting Card and Personalized Gift Card?
    Not a problem! Simply call 1-800-TOYSRUS and an online specialist can explain the process to you and answer any questions you may have!


  • Why Do I Need to Provide my Return Address When Purchasing a Gift Card Online?
    We require your return address so that in the event that your card cannot be delivered, the envelope containing your card will be returned to you at the address that you provide.


  • How Do I Check the Balance on a Gift Card?
    Checking your "R"Us Gift Card balance is easy. Visit here and you will be directed to the Sign-in Page. You can also check the gift card balance using the QR code on the back of your gift card!

    • Simply scan the QR code on the back your gift card with your mobile device. You will be instantly directed to the gift card balance inquiry screen.


  • How Do I Redeem a Gift Card Online?
    It's Easy! Just follow these simple steps!!

    • Go to or and select the items you want to purchase.
    • When you are ready to checkout, click "Shopping Cart" and proceed through our regular checkout.
    • You have two locations where you can enter your gift card number (located on the back of the card)...
      • On the Payment page, or
      • On the Review Your Order page
    • Enter your 16-digit card number
    • Enter your 4-digit PIN number. CLICK HERE for more information about PINs.
    • Click "Apply Gift Cards."
    • After you have applied your Gift Card(s) to your order, you'll be asked to enter your credit card information. Gift Cards must always be used in combination with a credit card...
      • If the value of your order is equal to or less than the value of your Gift Card, no amount will be charged to your credit card.
      • If the value of your order is greater than the value of your Gift Card, we will charge the balance of the order to your credit card at the time of shipment.

    NOTE: Please hold on to any Gift Cards used for your purchase, even if you have used the total value. In case of an order adjustment or cancellation, we will issue credit to the original tender. Additionally, we'd like you to note that funds will be deducted from your gift card at the time your order is created.

    Can I use a Toys"R"Us Gift Card in a Babies"R"Us store or at
    Absolutely! "R"Us Gift Cards are universal - no matter what "R"Us logo is displayed on the card, it can be redeemed at Babies"R"Us or Toys"R"Us, or online at or unless stated otherwise.


  • What is a PIN Number and where is it Located?
    A PIN is a personal identification number that is unique to your "R"Us Gift Card. It is located on the back of your card in the bottom-right as shown in the picture below:


    What if my "R"Us Gift Card does not have a PIN?
    If your "R"Us Gift Card does not have a PIN, do not enter a number in the PIN box.


  • Is there a Limit on How Many Cards I Can Use On An Order?
    Yes. You can redeem up to five Gift Cards per order.


  • Can I Use Promotional Codes if I Use My Gift Card?
    Absolutely! You can use eligible promotional codes when placing an order that can be paid for with an "R" Us Gift Card.


    Why Do I Have To Enter My Credit Card Information If I am Paying With A Gift Card - Are You Going To Charge My Credit Card?
    Not to worry! We will not charge your credit card unless the value of your order is greater than the value on your Gift Card. If this is the case, we will charge your credit card for the balance of the order at the time of shipment.


  • When Do You Deduct The Money From My Gift Card?
    Unlike a credit card, we deduct the value from your card right after your order has been submitted. In the event that all or part of your order is cancelled, the value that was deducted will be added back on to your gift card.


  • Why Do I Need To Keep My Gift Card?
    It's important to keep your Gift Card, even if there is no value left on it until your order has arrived and your are completely satisfied. If you lose or misplace your gift card, and you return your order, or all or part of your order gets cancelled, we will return the value to the original card used.


  • What If I Lose My Gift Card But I Return My Order Or It Gets Cancelled?
    Not to worry! If you lose or misplace your card, or it's stolen, simply call us at 1-800-TOYSRUS! A customer service specialist will be able to assist you!


  • How Can I Redeem My Gift Cards at an "R"Us Store?
    Simple! Present your Gift Card at the register, just like you would any other form of payment. The amount you spend will be deducted from your Gift Card balance.


  • Can I Use a Canadian Toys "R" Us or Babies "R" Us Gift Card online?
    Sorry, but that's not an option at this time. Canadian Gift Cards may not be redeemed online at or


  • Are There Any Rules and Regulations Regarding Gift Cards That I Should Know About?
    There are a few Rules and Regulations and are really very simple...

    • Gift Cards cannot be redeemed for cash or returned for a refund.
    • A maximum of five Gift Cards may be applied to an order.
    • Gift Cards may be applied towards the price, gift wrap, shipping, and tax charges for eligible items.
    • Paper gift certificates that were purchased in Toys"R"Us stores may not be applied to online orders.
    • Gift Card purchases are not available at Google Checkout. You must complete the standard Toys"R"Us and Babies"R"Us checkout process if you wish to purchase "R"Us Gift Cards.
    • The purchase of Gift Cards cannot apply towards any "R"Us promotion or promotional event. For example, when you purchase a Gift Card, the amount you spend on the Gift Card would not count toward the minimum purchase amount for a free shipping offer.
    • Although a promotional gift card behaves similarly to a regular gift card, there are two important differences:
      • Most promotional gift cards expire, except in states where prohibited by law.
      • Promotional gift cards may not be available for immediate redemption. There could be a delay of up to 6 hours between when the card is available for redemption.
      • Any type of restriction regarding the redemption of the promotional card will be clearly indicated on the front of the card.


I have a question relating to a topic other than what is above

If none of the questions above meets your needs, please select the, "Contact Us" button below and you will be taken to our email form. Simply fill the form out and a Customer Service Specialist will personally respond to your question within 24 hours.


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